Impossible to raise a complaint!!

[Thisiscrapservice]

Been forced to Talk Talk following their purchase of Shell Broadband. Having been with them before I know how rubbish they are but only been here 3 days and surprised at how quickly they have proved how bad they are!!

Broadband speed dropped on transfer by 50%. Unable to run a speed test. Connection test says they don't recognise my router as not a Talk Talk one. 

They haven't sent me a Talk Talk router and told me they don't need to. When I try to raise a complaint it forces me to a bot that then ignores me and offers help that I have already followed.

Absolute shambles of a company whose customer service is shocking. 

Anyone got an email address to complain to?

[Michelle-TalkTalk]

Morning,

The line test is detecting a potential fault towards the property. Is the router still connected to the test socket at the moment please?

Thanks

Michelle

[Michelle-TalkTalk]

Thanks for confirming that the router is now connected to the test socket. We'll re-check the connection stats in the morning to see how the sync speed compares and if DLM has made any changes to the speed.

Michelle

[Thisiscrapservice]

This is now set up

[Thisiscrapservice]

Hi Michelle as far as I can see it is all updated already.

[Michelle-TalkTalk]

Hi,

Did you see my last post in regards to the test socket?

Thanks

Michelle

[Thisiscrapservice]

You'd think so but this has been going on since the date of transfer to Talk Talk.

Been lots of tests, replacement router and temporary improvement but still not fixed.

[Michelle-TalkTalk]

Ok thanks for confirming. Would it be possible to re-connect the router back at the test socket so we can see how the sync speed compares over the next 48hrs please?

Thanks

Michelle

[Thisiscrapservice]

No noise on the line. It is not plugged into the test socket.

[Michelle-TalkTalk]

Morning,

Thanks for the update and I'm sorry to hear this. I've run a test on the line now which hasn't detected a fault, however I can see that the sync speed is varying. Is there any noise on the line? Is the router still connected to the test socket at the moment?

Thanks

Michelle

[Thisiscrapservice]

Had been working OK since replacement router with only the odd drop out.

In the last week it has regularly dropped to 3 or 4 mbps. This morning dropped to 1 mbps.

Can someone please sort this as infuriating and creating issues with working from home. Not sure I should be paying for this lack of Internet since talk talk took over the service either.

[Michelle-TalkTalk]

Morning,

Thank you. I've re-checked your connection stats now and the sync speed hasn't increased so the next step will be to test with the replacement router when this arrives to see how this compares.

Thanks

Michelle

[Gliwmaeden2]

Leave it in place at the test socket till you hear back from staff, @Thisiscrapservice.

Likely to be tomorrow now. 

[Thisiscrapservice]

That's been done. Anything else?

[Michelle-TalkTalk]

Hi,

Thanks for confirming. If it is a NTE5C mk4 socket then it should have a test socket beneath the faceplate. If you squeeze the sides of the socket then it should lift away gently. There may be wires connected to the back of the faceplate so only lift it gently away. Could you then connect the microfilter, router and phone at the test socket please.

Thanks

Michelle

[Thisiscrapservice]

It's a mk4 socket. Line sounds fine.

[Michelle-TalkTalk]

Hi,

I've re-checked the connection stats now and I can see that the sync speed is varying. Is there any noise on your voice service? I've re-run the line tests which are still clear. Does your main socket look like the below please?

Your guide to main phone sockets - TalkTalk Help & Support

Thanks

Michelle

[Thisiscrapservice]

Thanks Debbie. 

I just checked my current speed and it has halved again down to 4.8 mbps and 1mbps.

Can someone look at reasons why please?

[Debbie-TalkTalk]

Hi @Thisiscrapservice 

No problem. The router is on its way, please allow 24-48hrs for this to arrive.

Please let us know how you get on.

Thanks

Debbie

[Thisiscrapservice]

Yes please.

[Debbie-TalkTalk]

Hi @Thisiscrapservice 

Would you like me to send a replacement router now for testing?